Digital Customer Experience Program Manager

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. More than 3,500 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. 

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

As the Digital Customer Experience Program Manager, you will develop and implement digital-first programs aimed at enhancing customer experience and satisfaction across the entire customer journey. You will be directly responsible for helping to define and lead digital strategy across a matrixed organization with strong working relationships in Customer Success, Marketing, Sales, and Product, owning the strategy and creation that powers our cross-functional digital programs. You will do this by:

• Leveraging internal and external capabilities to define and execute our digital strategy in partnership with GTM leadership; 
• Democratize data and performance of our digital programs, leverage data in creative ways to influence decisions; and 
• Lead a data-driven approach to the development of new digital programs and the creation of new digital programs aimed at increasing conversion, adoption, and retention.

You Will:

• Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve customer experience.
• Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages.
• Lead the strategy and design of best-in-class digital-first programs using customer journey mapping and data to deliver the right content, to the right person, at the right time.
• Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes.
• Working with the Senior Scale Success Program Manager, build, maintain and monitor strategic programs across the customer journey, analyzing program impacts and making recommendations for course corrections.
• Measure and report on overall program performance and business impact, such as customer satisfaction, to inform iteration and future innovation.
• Leadership and facilitation of the Customer Experience Steering Committee, comprised of cross-functional leaders across the business intent 
• Project manage key initiatives from conceptualization to implementation.

At a minimum, you need to have:

• 5+ years of direct experience in SaaS Customer Success or Customer Experience program management.
• 3+ years of hands-on experience building digital first, omni-channel programs with a consistent track record of improved customer adoption, health and retention.
• A balanced background of strategic approach and tactical execution in an agile environment.
• Experience establishing digital and scaled engagement models within Customer Experience, Marketing, Customer Success, or Support.
• Expertise identifying trends through data analysis and turning insights into actionable outcomes.
• Excellent communication skills (verbal and written) with an ability to communicate at all levels (including C-suite), raise program issues, and mitigate project risks.
• Experience working with customer success, marketing, and analytics tools like Gainsight Journey Orchestrator, Marketo, Salesforce, Tableau and others (such as  Intercom, CommandBar/Command AI, User Flow)
• Proven track record crafting compelling and impactful customer engagements.
• Understanding of SaaS-based business models.
• Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus.
• Experience working with marketing operations teams or marketing